Orbitz

In December I reserved a vehicle in Guatemala with [redacted] through Orbitz. I had to pickup the vehicle before, and asked if this was going to affect my reservation. They told me that it could be cancel no-hassle at all. I even returned the vehicle earlier because the insurance was forced to be bought and it was about double of the priced of the daily rental.
I was over charged $180 and had to pay an insurance that I did not used "for the days I cancelled"!?. I reported the issue to Orbitz and they just point me to [redacted]. The [redacted], point me to their Guatemalan branch. In here, Mr. [redacted], the [redacted] owner, assured me that a partial payment was going to be reimbursed. It's been many emails and false promises. I had no received any money back and now they, from [redacted] in Guatemala are not answering my emails or my phone calls. .

Initial Business Response /* (1000, 5, 2014/09/11) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the problems you encountered when arriving at the Extended-Stay America - Detroit - Dearborn On behalf of Orbitz, we apologize for this...

disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
Upon reviewing your account, we do show that the Extended-Stay America had initially charged Orbitz for your full stay; however, I do see that they have now processed a credit to us for one night of your booking. Please know that I have processed a refund in the amount of $128.70 back to your American Express card ending in[redacted] Please allow 3 to 5 business days for the refund to process.
Also, due to the inconveniences you encountered, Orbitz would like to offer you a $50 USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number [redacted] and my letter offering the $50 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until September 11, 2015.
Mr.[redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) I want to thank you for the quick response of the above complain.
2) The refund should only be $104.22. The stated amount is more than that.
3) Please address the customer service issue at the Orbitz. According to the Orbitz customer service supervisor #XXXXX, there was no other channel for me to pursue. If I would have been given some other options to pursue my dissatisfaction with his decision, I would not have come this far to complain in this forum.
Thank you.
Final Business Response /* (4000, 9, 2014/09/18) */
Dear Mr.[redacted]
Thank you for your follow-up response,a nd I appreciate the opportunity to address your continued concerns.
Please know that the full charge including all taxes and fees was $128.70 per night for your booking. Due to the circumstances you encountered, we were inclined to refund the full per night charge.
Mr.[redacted] please be assured that you customer concerns will be addressed. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

July 12, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/02/19) */
Thank you for choosing Orbitz Cruises for your cruise needs. I apologize for the service Mr. [redacted] received on Sunday, February 16, 2014. We researched the reservation along with the call between the agent and the guest. The...

reservation did indeed qualify for the Orbitz best price guaranty at the time of the call. Mr. [redacted] called in within the 48hrs deadline. Royal Caribbean Cruises did advise the price of the reservation did indeed drop at that time but could not make the change due to the penalty period but offered the guest to fill out the Royal Caribbean best price guaranty directly with them, which is what the agent offered to our guest. Our agent was incorrect to offer this and should have applied our Orbitz best price guaranteed instead per the guest request. We have taken action with the agent. I have issued a refund to Mr. [redacted]'s credit card for $66.00 total. I have called and left a message for Mr. [redacted] apologizing for the service he received and issued the refund. I left my name and extension for any follow questions.
Thank you,
[redacted]
CC Admin
Final Consumer Response /* (2000, 7, 2014/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund issued to my credit card is the resolution I was seeking. I still have not seen the refund come through but I am accepting the response based on the promise that the refund is coming.

My experience with Orbitz was TERRIBLE.

The airline changed the flight, Orbitz was supposed to notify me, but I didn't receive anything from them. So I missed my international flight, and had to reschedule my connection flight. Luckily the airline (not Orbitz) was able to reschedule my international flight at no charge.

The Orbitz agent claims that Orbitz sent me a notification of the change in the flight, to my [redacted] account registered on the Orbitz site. However, I did NOT receive that notification (I checked my inbox, my deleted emails, my spam folder), and when I asked her to forward me the email they had sent, she said that she could not forward it due to company policies. That is, she can't produce a proof that the email was sent, all I have is her word, against mine.

As a result of this failure to notify, I had to reschedule my connection flight with [redacted], which costs $440 for me and my wife. And Orbitz can't/won't do anything about it.

I am a VERY VERY dissatisfied customer, and I will never use Orbitz if I can avoid it, and will make sure that everyone I know is aware of the poor experience I received it from Orbitz.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear
Kingsley,
The Revdex.com has shared your recent correspondence
with Orbitz so that we may assist you further. It is my understanding that you feel Orbitz engages in bait
and switch tactics, due to the price changes on our website. I appreciate the
opportunity to review...

and respond to you. On behalf of Orbitz, I apologize for
the disappointing experience and the frustration this caused you.Orbitz goal is to make every customer experience a great one, by
offering the lowest fare available to our customers. Orbitz is an unbiased and
dedicated online Travel Agency offering millions of fares on every requested
flight search. We understand it is frustrating for you to see a price on a
reservation that you would like to confirm, and the price increases. Inventory
available on Orbitz is also available on other travel sites.
Please know at the same time, there are millions of customers
shopping throughout the day. The airfares and their availability can be updated
at any time, with or without notice, since they are determined directly by the
airlines. Fares can change very rapidly as the carriers continually adjust
their flight loads, especially during peak travel times. Orbitz monitors these
changes closely and makes every effort to keep our fare displays as current as
possible. That’s why these fares are not guaranteed until we receive confirmation
from the airlines, and tickets have been issued.
When you
are attempting a booking, and the price changes or shows no longer available;
this means that the airlines have updated their pricing but have failed to
update our website with current price. In situations where the airlines have
not updated their fares and availability, we can send a request that they
update the system. If you provide the flight details; I will forward to the
appropriate department for their follow up with the carriers to update the
website with their most updated availability and fare.
Regrettable,
Orbitz is not able to restore a fare once it is sold out or discontinued by the
airline. However, as a gesture of goodwill, Orbitz has issued you a $75 USD
future travel voucher to use on your next Orbitz.com prepaid booking. Our
voucher is meant to emphasize our commitment to you, and we remain hopeful you
will continue using Orbitz for your travel planning needs.
Here are
the instructions for the future travel voucher:
When you
make your next booking on Orbitz.com, please forward a copy of the Orbitz
Travel Document e-mail to us at [email protected].
Please reference case number [redacted] and my letter offering the $75 future
travel voucher in your request. Orbitz will then issue a credit to the card
used for the new booking. This offer is valid for one year from the date of
this letter, until December 1, 2016.
Kingsley,
thank you for allowing me to review this with you. We appreciate your business,
and we hope to have an opportunity to serve you in the future.
Sincerely,
Jeanna
HandleyOrbitz
Customer RelationsChicago,
IL

Initial Business Response /* (1000, 5, 2014/12/31) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand you booked a reservation that you had to later cancel, and you feel you were given incorrect...

information by the agent. You are requesting a refund or a credit for a future flight. I appreciate the opportunity to review your account and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you.
Orbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal.
Please know I have spoken with[redacted] Airlines on your behalf, and they have agreed to allow you to use the full credit amount toward a future trip. The credit amount is $118.90. The credit has to be used by the same traveler, on the same airline. Upon rebooking, there is no penalty fee, but you will be responsible for the fare difference. You will need to contact[redacted] Airlines directly and provide record locator VC9RHQ, and they will assist with the new booking and apply the credit. The new reservation has to be rebooked by 60 days from today's date, but you have until December 29, 2015 to complete travel.
Also, as a gesture of our sincerity, Orbitz has issued you a $50 USD future travel voucher to be used toward your next Orbitz.com flight, hotel or package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number[redacted] and my e-mail offering the $50 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until December 31, 2015.
[redacted] thank you for bringing this matter to our attention. Orbitz appreciates your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

July 16, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from Elizabeth [redacted] (Revdex.com case number [redacted] regarding a canceled reservation. We understand from Ms. [redacted] complaint she is requesting a refund for the return portion of her ticket due to extenuating circumstances.Our records indicate on June 25, 2016 the customer self-booked a round trip flight for one traveler. The flight reservation was operated by [redacted] with flights departing on June 26, 2016 Chicago, IL to Buffalo, NY on July 2, 2016. The customer also purchased a “Orbitz Flight Protection Basic (Domestic 48)”Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare.We have confirmed that on April 26, 2016 the customer contacted Orbitz and received assistance canceling her fights. Per the documentation the customer was advised that if she were to request a refund for the return portion of the she must contact the insurance company and submit a claim. Please review the terms and conditions that were Underwritten by [redacted] Casualty Insurance Company and agreed to by Ms. [redacted] to at the time of booking below:• We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, for non-refundable cancellation charges imposed by the Policyholder, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.If the customer is seeking further compensation we suggest she await a response from the insurance company. [redacted]l is our administrator for assistance and can be reached by calling [redacted] their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint they are unhappy about the best price guarantee policy.Upon further research, we are unable to locate an Orbitz.com account related to [redacted] complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address the customers concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/06/10) */
Dear [redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you are upset as you state no notification was given to you regarding the change of time on...

your flight from Barcelona to Athens. I appreciate the opportunity to review your account, and respond to you.
On behalf of Orbitz, I would like to apologize for any frustration this has caused.
While we're reviewing this matter further, it would be helpful if you could please provide the receipts for the new tickets you purchased at the airport. You can scan them and attach them to your reply to this email, or fax them to my attention at X-XXX-XXX-XXXX.
I look forward to hearing back from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the business is a [redacted] in the right direction but still pending resolution. I am attaching copies of tickets, receipts and boarding passes [redacted] the new tickets I had to purchase. The amount Iberia charged me for the BCN to LHR portion of the trip was 947.18 Euros, or US$1313.38 as it appeared on my credit card statement. Since I was able to use 20,000 American Airlines miles for the LHR to ATH portion of this trip, my out of pocket cost for that was only $166.60 for taxes and fees. Please note the original ticket cost (BCN - LHR, LHR - ATH) quoted to me by Iberia was 1,745.00 Euros, therefore using my ** miles did significantly reduce the total out of pocket expense.
Final Business Response /* (4000, 9, 2014/06/13) */
Dear [redacted]
Thank you for your response.
Please know, I have checked your reservation history and do see an airline schedule change in your itinerary history. We acknowledge that we failed to contact you regarding this change, and I sincerely apologize for not meeting the high level of standards that you have come to expect from Orbitz.
We value our customers and for that reason, we have taken two steps.
First, we are currently addressing how this situation occurred. Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention. At this time, we are unsure how this unfortunate situation occurred. We are currently researching with the airline carrier and our technology partners to determine the cause of this problem. We acknowledge a mistake was made and we regret failing to meet your expectations.
Secondly, we have processed a refund for the amount you paid for the new tickets you purchased at the airport, $1313.38 USD and $160.60 USD, for a total of $1479.98 USD. The refund will appear back to your American Express Card ending in[redacted] within 3 to 5 business days.
[redacted], we appreciate your business, and hope you will continue to use Orbitz in the future for your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (2000, 11, 2014/06/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the refund of $1479.98 USD as indicated on your last letter and consider this matter fully resolved. Thank you for handling this matter in a timely and satisfactory manner. I am looking forward to continue using Orbitz for my travel arrangements in the near future.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/03/02) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to pending authorizations showing on your bank statement, which caused you to be charged an overdraft fee. On behalf of Orbitz, I apologize...

for this disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
As a travel agency, Orbitz does not charge a customer directly for airline reservations. During your booking process, we will place a hold on the credit card used for the total ticket amount with the authorization code received. The airline will then charge you directly for the tickets with the same approval code. When the actual charge for the tickets are processed, the pending amount should be dropped to your card so that you are not showing duplicate charges.
Mr. [redacted], I do see that we have contacted your bank directly, and we advised that the pending authorization has been dropped. Due to any inconvenience, this has caused a $40 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking was offered. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $40 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until March 2, 2016.
Mr. [redacted], we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

December 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.Since Orbitz is a third-party booking agency, we must receive authorization from the property manager to process a refund on your reservation. As previously advised, upon speaking to the supervisor on duty he will not authorize a refund of the reservation. Therefore, Orbitz is unable to authorize a refund for this reservation.Thank you for allowing us to address this matter further.  As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.Sincerely,[redacted]Tier 3 Customer Service

April 22, 2016
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Orbitz is responding to the consumer complaint from [redacted] Mendoza (Revdex.com case number [redacted]) regarding hotel reservations. We understand the customer is requesting a refund in the amount of $1,215.66.
Our records indicate that on March 14, 2016, the customer booked three hotel reservations – itinerary [redacted]. Hotel accommodations were at the [redacted] Downtown, checking in March 16, 2016, for four nights, for a total amount of $1,215.66.
Upon further research, we were able to confirm that on March 21, 2016, the customer contacted Orbitz to request a refund for their booking as the hotel was oversold. On behalf of the customer, Orbitz contacted the hotel directly at that time and were advised they had no availability.
On April 7, 2016, Orbitz processed a full refund in the amount of $1,215.66 back to the customer’s original form of payment. The amount of time it takes for the customer to receive a refund depends on the length of time it takes for their bank to process refunds.
Despite the customer’s recent experience, we encourage her to continue to use Orbitz for her future travel arrangements. We have credited her online Orbitz account with a $100.00 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/02/13) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to your disappointing experience at the Dreams Cancun. I appreciate the opportunity to review your account and respond to your...

concerns.
At Orbitz, we take all customer concerns seriously, and are happy to address with our suppliers. Upon receiving your initial concerns on January 20, 2014, this was 4 days prior to your check-in. The cancellation policy required a 7 day notice to be able to offer a full refund of your stay. At that time, you could still cancel your booking minus a one night's penalty fee, but this was declined. Due to your continued concerns, we did contact the Dreams Cancun, and they did assure us that 100% of the amenities offered would be available. Due to your concerns, the upgrade of your room was given.
Ms. [redacted] as a travel agency, Orbitz is required to follow all supplier rules and restrictions. We certainly regret that you were disappointed in your stay, but we are unable to offer a refund for a stay that was completed. Nevertheless, we do value you as a customer, and as a gesture of our sincerity, Orbitz would like to offer you a $200 USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number[redacted] and my letter offering the $200 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until February 13, 2015.
Ms. [redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve your with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (3000, 7, 2014/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not receive the accommodations that we booked and paid for. This resort was grossly misrepresented and Orbitz has committed fraud in doing so.
Final Business Response /* (4000, 9, 2014/02/19) */
Dear Ms. [redacted]
Thank you for your follow-up reply, and we appreciate the opportunity to address your continued concerns.
We certainly regret your disappointment in your stay; however, we made every effort to assist you with your concerns. As the cancellation policy was already in effect, we could only offer the upgrade made available by the Dreams. As a travel agency, we are required to follow the supplier's rules and restrictions. If we had been notified prior to the cancellation policy had taken effect, we could have assisted in locating another resort.
Ms. [redacted] again we do regret that you were disappointed in your stay, but the stay was completed so a refund cannot be offered. I wish that I could offer you a more favorable response.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear Ms. [redacted],

11pt;">

The Revdex.com has shared your recent correspondence pertaining to the cancellation of Orbitz record locator [redacted], and the service received.  It is my understanding that you feel that you did not cancel the booking, but you should receive a full refund due to the Zika Virus whether you are pregnant or not.  I appreciate the opportunity to review your account and respond to your concerns.

At Orbitz, we take our customers privacy and security very seriously.  With each booking, you are given a specific Orbitz record locator, which is only updated in your password protected Orbitz account, and emailed to your unique email address entered during your booking process.  When contacted our Service Center, the automated service requests your private confirmation number prior to being forwarded to an agent on an existing booking.

Ms. [redacted], upon reviewing your account, our records show that you contacted us on January 27, 2016 stating that you were pregnant, and since Sao Paulo is an area with the Zika Virus, it was requested that the booking be canceled.  The agent canceled the booking, and requested that the medical form be forwarded to your email account so that the medical documentation could be forwarded.

Our Refund Department emailed you at the email address of [redacted]@hotmail.com on January 27, 2016 at 5:39PM Central Time under reference number [redacted].  The requested medical documentation requested was not received. A follow-up email was also forwarded on February 24, 2016 under reference number [redacted]. 

On February 24, 2016, we received another call stating you were the caller. During this call, our agent was advised that you had not yet received the refund on your flight as previously advised when the trip was canceled.  Our agent advised that we show that the requested medical documentation had not yet been received as requested.  The person stating she was Ms. [redacted] advised that she had only received the cancellation email, but not the email with the link to submit the medical documentation.  The agent asked if you could check your junk mail, and he was advised that you could not because it is cleaned out weekly.  The agent advised that we would resend the email to you so that you could provide the medical documentation, and advised to allow around 5 minutes or so to receive the email.

Your reservation has been thoroughly reviewed, and we show that our agent properly canceled the booking as requested.  Some airlines are offering waivers of their rules due to the Zika Virus; however, this is only being extended to passengers that are pregnant.  To qualify for the waiver, the airlines do require medical documentation stating the passenger is pregnant, and that their doctor suggests they not travel.  As we have no yet received medical documentation stating this, your refund request has not yet been submitted.

Ms. [redacted], if you do not have medical documentation verifying your pregnancy, you will need to contact us directly, and the booking will need to be processed within the airline guidelines.  If you do have medical documentation and would like us to submit the request to [redacted] Airlines on your behalf, please respond to the email link provided with your medical documentation.  The link will be listed as below.


Please click the link below to submit your request for a refund.
Submit a Medical Emergency Refund Request


Thank you for the opportunity to address your concerns. 



Sincerely,

[redacted]
Orbitz Customer Relations
Tell us why here...

Initial Business Response /* (1000, 5, 2014/10/21) */
Dear[redacted]
The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. On behalf of my colleagues at Orbitz, I sincerely apologize for this disappointing experience.
It is my...

understanding that you waited on hold for a considerable amount of time before an agent was available to assist you.
Please be advised that our call volume has spiked abnormally due to a high volume of seasonal airline schedule changes. Although we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecast. We certainly do apologize, as we understand time is of great value. I want to assure you that our entire organization is focused on meeting the expectations of our elite travelers. We know how important it is to you to be able to count on us to not only meet your expectations but to surpass them as well.
[redacted] we do show that a refund minus the $131 USD penalty for the canceled trip to Los Angeles has been processed. The refund will appear back to your card within 21 days.
In the appreciation for your continued business and support, we would like to offer you a $200 future travel voucher towards your next Orbitz.com booking. Our future travel voucher is meant to emphasize our commitment to you and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] Please reference case number[redacted] and my email offering the $200 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this email, until October 21, 2015.
[redacted] we appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Complaint: [redacted]
I am rejecting this response because:
The time it took for the staff to find out about the other airline's possibly was frankly a little ridiculous. I had already called the other airline and learned about the policy within a few minutes. There was nearly no wait time. I am not sure why it took so long for Orbitz to find out the same thing, and made me not want to work with a middle person in the future.
 
Also your staff does not have the right training and gave me incorrect info. A total waste of my time.
Sincerely,
[redacted]

June 10, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] J [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund of the hotel reservation. Our records indicate on April 4, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] LA [redacted], checking in on April 6, 2016, and checking out on April 7, 2016.We were able to confirm that Mr. [redacted] called customer service on April 4, 2016 to request his one night hotel reservation be canceled with a full refund due to the distance of the hotel. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the hotel cancelation policy agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.” Due to this the agent was unable to cancel the reservation with a full refund.As an effort to advocate on Mr. [redacted]’s behalf we contacted the [redacted] LA [redacted] and was advised that the customer canceled the reservation with the property directly. Furthermore, the customer booked the reservation at a non-refundable rate therefore the hotel will not authorize a refund of the reservation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted]’s concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr. [redacted] with the necessary information related to your hotel purchase before our system asked him to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service